Req ID: RQ168268Type of Requisition: RegularClearance Level Must Be Able to Obtain: Top Secret/SCIPublic Trust/Other Required: NoneJob Family: Help DeskSkills:Help Desk Support,Help Desk Ticketing System,IT Service DeskExperience:2 + years of related experienceUS Citizenship Required:YesJob Description:Join GDIT and be a part of the team of men and women that solve some of the world's most complex technical challenges. The NCIS team is searching for an Assistant Customer Technical Representative (ACTR) - NMCI to join their program in Quantico, VA .The Naval Criminal Investigative Service (NCIS) is an organization of approximately 2,000 personnel of which 700 serve at HQ and the remaining staff serve at offices worldwide. NCIS is the DON component with primary responsibility for criminal investigation, law enforcement (LE), counter-terrorism (CT), counterintelligence (CI), and cyber matters. NCIS not only has primary responsibility for all criminal investigative, CI, CT, and cyber matters within the DON, but it also has exclusive investigative jurisdiction in non-combat matters involving actual, potential, or suspected criminal, terrorism, sabotage, espionage, and subversive activities.This position is part of the IT Technology Development division within the NCIS ITD organization. This position performs the following functions:
Order and manage services as well as order any infrastructure that may be required.
Develop and maintain a standardized repeatable process for obtaining budget, administrative and asset data metrics.
Utilize the NMCI Enterprise Tool (NET) to review and analyze IT asset data
Requests changes to existing NMCI service
Resolves day-to-day NMCI operational issues
Ensure NMCI guidance is communicated from the customer technical representative (CTR)
Initiate and resolves service request/problem incidents
Track IT equipment and ensure database is up-to-date
Consult with the user community to resolve technical problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
Using problem solving skills, diagnose, identify, isolate, and analyze problems utilizing historical database records
Route calls to product line specialists, application, or system support specialists
Maintains and updates records and tracking databases
Alerts management to recurring problems and patterns of problems
Works with system administrators and developers to ensure services/incidents are completed
Provides an outstanding customer service experience in a variety of circumstances across all organizational levels
Prepare activity reports and progress reports relating to the information systems audit functions
Provide service delivery oversight, technical support, and interpretation of DoD/DoN IT policies and procedures and the NMCI/NGEN contract
Serve as the focal point for command input to the NCIS CTR concerning NMCI orders, requirements, and service delivery
Serve as liaison for any third-party vendors providing IT services and support for legacy applications and/or systems not transitioning to the NMCI environment
Serve as the primary interface for IT issues with the site directorate IT representatives and provide guidance and direction to these personnel as it relates to NMCI and third-party requirements and issues. Populate and submit Move Add Change (MAC) requests
Assist with escalation and resolution of issues acting as liaison to the IT service desk, field services or vendor
Coordinate the delivery and refresh of assets, software, and infrastructure. As well as report any network outages and local technical issues
Assist with maintaining compliance with the Navy's Cybersecurity policy in regards to customer accounts and device connectivity. Communicate with customers concerning policy changes. Create, modify, and track accounts
Provide support and communicate with customer service representatives to resolve account creation or logical move issues
Develop and execute the IT inventory management plan to include key components of the inventory process; planning, preparation, inventory assets, reconciliation, and closeout of the physical inventory. Review and maintain the physical inventory sheets
Validate and record asset conditions
Develop Standard Operating Procedures (SOPs) and provide updates quarterly or as tasked
Basic Qualifications :
HS Diploma
2+ years of IT support experience to include .NET
Secret clearance is required to start, must be eligible to obtain a Top Secret with SCI-level adjudication; TS/SCI preferred
Preferred Qualifications:
Preferred : Active Directory experience
Preferred : DoD 8570 - IAT Level II (GSEC, Security+ CE, SSCP, or CCNA-Security)
WHAT CAN GDIT OFFER YOU?
Excellent customizable health benefits (Medical, Dental and Vision)
401K with company match
Educational Assistance and eLearning
Flexible work week
Internal mobility team dedicated to employee advancement
Rewards and Recognition programs
Innovative and collaborative environment encouraging of highly motivated critical thinking
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.